Onsite Systems Analyst I

Department: Canada Alpha

Employment Type: Full Time

Location: London, Ontario

Description

Leveraging our standard technologies and process, coupled with our people and corporate structure, we deliver a unique end result for our customers. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, less lost revenue and enhanced business agility.

The Onsite Systems Analyst I is primarily responsible for providing onsite mid-level technical assistance and support to assigned VC3 clients. In addition, the Onsite Systems Analyst I role is responsible for running diagnostic programs, isolating problems, and determining and implementing solutions within a moderate scope of support.

In order to ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.

Culture is an integral part of working at VC3. Our company DNA represent the most important values, the ones we live by:

Serve as One

"Serve as One" is the belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.

Passionately Curious

"Passionately Curious" is about challenging the status quo, continual improvement, and constantly learning.

Own It

"Own IT" is about having the courage to do what's right, resolve to take responsibility, and grit to cross the finish line.

Go Beyond

"Go Beyond" is taking that extra step to create moments that are unexpected but appreciated.

Our Core Focus - "Developing Growth-Minded People" - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.

The "VC3 Way" is our set of people, process and technology, that produce a predictable result for our customers. You must be aware of, and maintain this standard, understanding that it is a living guide; Always updating and always changing based on influence from our team and the needs of our clients.

Key Responsibilities

• Make recommendations for improvements of supported hardware and software.
• Virus/malware removal
• Add/remove/change virtual server resources
• Remote access technologies including VPN, RDS, and Citrix
• Wireless network performance and accessibility
• Identify recurring issues and initiate problem tickets for them.
• Operating systems on servers, desktops, and laptops
• Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
• AD/365/application password resets
• Understand and follow "The VC3 Way". This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards.
• Work closely with client business unit managers and IT users to assess organizational IT requirements and training needs and develop strategies to implement and support hardware and software tools
• Respond to, document, and prioritize walk in requests from users at assigned client.
• Complete technical administrative tasks such as:
• General network connectivity including ISP
• Troubleshoot and resolve issues with:
• Common networking technologies such as DHCP and DNS
• Receive & respond to escalated service requests, incidents and change requests from other VC3 team members in a timely manner.
• Serve as primary contact for all end user issues at assigned client; from passwords resets, application and hardware break-fixes, to procuring standard and specific hardware requirements.
• Operate from a client location 100% of the time.
• Common peripherals such as printers
• End user iOS and Android mobile devices

Additional Responsibilities:

• Attend monthly training & team meetings as required.
• Create and update documentation when changes or occur, or when discoveries are made
• Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Review Tickets with Team Lead
• Educate users on Process, Hardware, and Software
• Where appropriate, escalate complicated issues to Tier 3 or other appropriate teams
• Participate in the on-call rotation (1 week every 3-4 months)
• Receive mentoring and feedback from peers and others

Skills, Knowledge & Expertise

• At least 2 years' experience managing & working with the following technologies:
• GPOs
• Windows Server
• Good problem solving and decision-making skills; ability to understand and analyze complex issues
• 2+ years relevant technical experience is required.
• Education Requirements, Skills, and Knowledge
• At least 2 years' experience with virtualization technologies:
• Virus and Security
• Active Directory
• DNS
• TCP/IP
• Microsoft 365 or Azure certifications highly desired
• DHCP
• At least 2 years relevant IT experience fully supporting and building customer environments.
• Self-motivated, detail orientated, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
• Microsoft/Office 365
• VMWare
• Hyper-V